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Be Our Guest Lib/E: Perfecting the Art of Customer Service Audio CD – Unabridged, May 5, 2015
- LanguageEnglish
- PublisherTantor Audio
- Publication dateMay 5, 2015
- ISBN-13979-8200013623
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Product details
- ASIN : B091DG4LGF
- Publisher : Tantor Audio; Unabridged edition (May 5, 2015)
- Language : English
- ISBN-13 : 979-8200013623
- Customer Reviews:
About the author

THEODORE KINNI is a business writer and editor. He has written, ghostwritten, or edited 20 business books on topics including: sales, marketing, customer experience, customer service and retention, personal accountability, leadership, human capital, and manufacturing. His books, including those written for clients such as The Walt Disney Company, Booz & Company, Prime Resource Group, LIF Group, and IMPAQ, Inc., have sold over 300,000 copies.
Ted ghostwrites and edits white papers and articles for the client-facing teams of global consulting firms, such as IBM and Booz & Company. His corporate work covers a broad range of thought leadership on topics such as healthcare reform, sustainability, and marketing, and on industries such as oil and gas, airlines, retail, etc.
Ted is a senior editor for strategy+business magazine, writing and editing articles, interviews, book reviews, and special sections, such as the award-winning annual Best Business Books section. He has been a contributing editor for IndustryWeek, Quality Digest, and Workforce Training News. His articles and reviews have appeared in a wide variety of business periodicals, including Harvard Management Update, The Conference Board Review, Training, and Selling Power.
Customer reviews
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Learn more how customers reviews work on AmazonCustomers say
Customers find the book informative and enjoyable to read. It provides good points and insights into a success story. They describe it as a concise, easy-to-understand, and quick read that lays out the basic principles of Disney's customer service. Readers find it an excellent resource for teaching customer service and enhancing service. Overall, they consider it a great value for money with plenty of freebies.
AI-generated from the text of customer reviews
Customers find the book informative and enjoyable to read. They say it's a good read for hoteliers, worth their time, and provides a safe framework for doing their work well. The book is short but to the point, holding their interest throughout.
"...This clarity allows them to do their work well- and creates a safe framework within which they can improvise freely and safely- creating magical..." Read more
"...Very good read and worth our time." Read more
"...An excellent read. Far and away one of the most valuable business books I've come across." Read more
"...Easy. Whatever you do must be of the highest quality--and always with the customers' needs in mind. You "plus" it--giving more than is expected...." Read more
Customers find the book informative and useful. They appreciate the well-written examples of operating practices and strategies. The book teaches them that every detail in their business is important. It provides great insight into streamlining current practices and raising the bar for current practices. The ideas are clear and easy to implement.
"...They do have an excellent cast- who are very well trained and drilled- and who have very clear priorities set for their work...." Read more
"...states: “This kind of magic has a quality that leads to superior organizational performance...." Read more
"...to customer interaction, this book provides tremendous insight into a success story that is worth emulating in any industry. An excellent read...." Read more
"Useful will recommend" Read more
Customers find the book easy to read and understand. They appreciate the clear examples and step-by-step methods for achieving excellence. The book is well-written and helpful, providing straightforward advice that has been proven effective.
"...Therefore, I believe that the authors’ ideas are very accurately written...." Read more
"Easy book to read. I liked it. I learned a few things...." Read more
"...The book is a quick read (mostly because once you pick it up, you can't put it down), but at the same time it is an in-depth formula...." Read more
"...Contained herein are some of the best common sense step-by-step methods I've seen for achieving excellence in customer service...." Read more
Customers find the book helpful for teaching customer service and enhancing service. It provides great insights into providing quality service and improving the guest experience.
"...This book describes well how Disney achieves its quality of service and if you want a bit of that magic to rub off onto you read this book, and learn..." Read more
"Great book for those in hospitality!" Read more
"Best customer service book I've read in 40 years, and I've read a lot of them!..." Read more
"...concepts in helping the church become more welcoming and service oriented." Read more
Customers appreciate the book's value for money. They find it worth every penny, with plenty of freebies to take away for business leaders.
"...Disney Cast are simultaneously very disciplined, and yet very free and trusted...." Read more
"...It's a good read for the price but I would like to see Disney executives prepare a new book like this (not just update the old one)...." Read more
"...Plenty of good freebies to take away for business leaders, but the advertising of the institute gets repetitive." Read more
"...A really good investment. Causes a person to think differently about how to create a desirable environment for care." Read more
Reviews with images
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Came bent
Top reviews from the United States
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- Reviewed in the United States on September 21, 2014Disney create a magical experience whilst you are in the resorts and theme parks. But of course it doesn't happen by magic. They don't have a secret pixie dust mine run by dwarves. They use the combination of cast, setting and process to superb effect.
They do have an excellent cast- who are very well trained and drilled- and who have very clear priorities set for their work. This clarity allows them to do their work well- and creates a safe framework within which they can improvise freely and safely- creating magical moments and memories for guests. Disney Cast are simultaneously very disciplined, and yet very free and trusted. This is a good combination to achieve in any industry yet rarely done as well as by Disney and its cast. In particular the need for control and direction felt in many organisations actually leads them down the path to failure. The chains of unjustified assurance (See for example The Audit Society: Rituals of Verification demanded in many companies and government departments are actually reducing their degrees of control, and their degrees of effectiveness. The staff end up unable to give their best and the managers fruitlessly keep wondering how to bring out the best in their staff...without giving up control.
Disney uses a simple approach based on overarching priorities and then local adaptations for particular settings. Their overarching priorities are very clear- safety, courtesy, show, efficiency, and in that order.
Safety is not easy to assure at Disney- huge numbers of guests, and so eventually an incident will occur, even if the risk is one in a million or less- they have that many visitors so that a one in a million event will happen somewhere. Staff are trained to mitigate this risk.
Courtesy is their next step. Everyone is a very individual person- and Disney try to match their staff with the people they are serving. They also study culture across the world- and make their gestures clear but neutral and inoffensive. For example a pointing finger may be polite or impolite depending on context- Disney have worked out a strategy to avoid any appearance of impoliteness.
Show is harder to define- but it basically means that the guest is always focused on enjoying the park, and not on observing its workings. The amount of design work done to ensure seamless transitions between the areas of the parks is huge. Also the work that has gone into avoiding incongruous back scenes, and abrupt transitions is noteworthy. The audience's attention is never distracted unnecessarily.
Efficiency is process management by Disney team mange the flow of people through their locations. The detail with which Disney tracks this is awesome- they know how many people to expect in each bit of their park, and what they will want and need- and plan ahead to meet it. The cast then make it look easy, but there's a detailed process behind it.
This book describes well how Disney achieves its quality of service and if you want a bit of that magic to rub off onto you read this book, and learn. It actually makes me appreciate what Disney do more, and also realise that what they do could be replicated and adapted to many other contexts.
It's all just hidden within cast, setting and process.
- Reviewed in the United States on June 21, 2024This book was great for those who not only love Disney, but can appreciate the way they treat their customers. Very good read and worth our time.
- Reviewed in the United States on October 10, 2019Throughout Theodore Kinni’s and Tom Staggs, “Be Our Guest,” he speaks about the art of Disney and how they (as a whole) deliver excellent customer service, how they succeed in making such a huge profit, and how they have become one of the most well-known businesses in the world. The whole book focuses on customer-centricity and how Disney uses “magic” to keep their customers happy and how that keeps them coming back or returning to Disney and what they offer. Focusing on making the customer happy is Disney’s way of creating a successful and profitable company. Throughout this review, I will discuss questions that relate to the summary aspects of the book but will dive deeper into an analytical type review by discussing my evaluations/interpretations of arguments and ideas.
As stated above, the book itself is about how focusing on customer-centricity is one of the best ways that you can have a successful business. Therefore, the authors’ main arguments would include using “magic” (which is further explained in the text) to be successful in business, and how these magical moments create memories that keep their customers coming back. For example, the text states: “Each is a magic moment in which the bond between customer and company is forged and strengthened. And each contributes another small boost to Walt Disney World’s return customer rate of around 70 percent” (Kinni 5). In addition, the text also states: “This kind of magic has a quality that leads to superior organizational performance. Each magical moment builds guest satisfaction and increases brand loyalty—and these are fundamental sources of organizational growth and success” (Kinni 6).
As far as the authors main audience goes, it is safe to say that yes, the book may be for people who are interested in expanding their horizons and finding ways to help their own business grow, but the author also touches upon the idea that this book answers the question that so many of Disney’s customers want to know which is: “How does Disney do it” (Staggs X). With that being said, this book is also reaching the audience of people who want to know how Disney creates the magic that is felt when you walk into their amusement parks. For example, the text states: “…my first answer is always, ‘it’s magic.’ This gets mixed reactions. Some accept this answer with a smile and give me a look that says, ‘I knew you were going to say that.’ Others, however, press harder for concrete answers, as they genuinely want to know the secrets to how we create that magic. Some of them have businesses of their own, with a workforce to motivate, customers they need to please, and products they want to be valuable and relevant” (Kinni X). From the text, it is clear that the authors are trying to reach the audiences of people who may be interested in actually learning the behind-the-scenes aspect of Disney.
In addition to the author's main audience, he also has main objectives that he tries to reach throughout the book. The biggest main objective that they set forth is the fact that they want their readers to see the importance of Disney’s idea of using “magic” to ensure that customers will come back. The text states: “We start with a great story and design ideas to create an experience. We implement training and processes like any well-run company to make sure that we operate safely and efficiently. And we rely on the intuitive hospitality and friendliness of our outstanding cast to make each guest feel like we have designed the place just for them….It is our dream and our mission to keep that magic alive, to exceed those expectations, and to welcome people around the world to be our guests for years to come” (Staggs XI). With this use of magic, Disney is able to give its customers an experience that no other amusement park, cruise line, or resort can. They have a huge brand awareness that gives them an upper hand compared to their competitors. People all around the world know about Disney and it provides experiences that are cherished by customers for a lifetime.
When evaluating the authors’ support of their arguments, I would say that they are valid. In regard to their argument that “magic” is their key to success, they provide many additional/supplemental ideas that support their ideas. For example, Disney uses practical magic which they explain is how they bring magical elements to their guests. Practical magic is also just another name for quality service, which we know is a great marketing tactic for businesses to evoke. The text states: “…we should be clear about what we mean by Quality Service. Happily, it is a jargon-free, easy-to-understand definition: Quality Service means exceeding your guests’ expectations by paying attention to every detail of the delivery of your products and services” (Kinni 13). I understand this argument to be valid because, from experience, going into a store or business, as a customer, you look at everything. You observe aspects of how the place looks, how much things cost, the service, etc.…. In addition, from my experiences with Disney, I have found that their tiny details are what make the trip most magical. For example, the hidden mickey’s that can be found around the parks and hotels are a way that Disney uses detail to ensure quality service or “magic” and to give guests something exciting that is just one of the many reasons that keep them coming back.
When evaluating the authors’ interpretations and success with objectives in writing this book, I would say that they definitely fulfilled what they were trying to get across. With their biggest objective being that they want their readers to see the importance of Disney’s idea of using “magic” to ensure that all customers will come back, the authors provide multiple examples as to how this holds true. The biggest example of this objective is the fact that they express throughout the book that they want to make the experience magical for all guests. That includes guests of all ages, cultures, etc.…. Disney appeals to all guests: Guests with disabilities, small children, or international guests are just a few examples. The authors’ objective of this is touched upon well throughout the text. For example, the text states: “…incorporate the individual needs and desires of guests in service delivery. It is also another way in which we achieve the second quality standard of courtesy” (Kinni 148). Service attention is just one of the many ways that Disney provides a magical experience for all guests. Their objective is to give all guests the chance to experience something unforgettable. I also know that this objective is reached in Disney outside of this text because I have seen Disney employees go out of their way to ensure that all of their guests are treated equally. For example, an article from Daily Mail in 2016 talks about how a deaf little girl met Tinker Bell in Disney World and was amazed when Tinker Bell spoke back to her in sign language. The article states: “In her own world of silence, sign language is the only way she can communicate with everyone else around her, so imagine Shaylee's surprise when one of Disney's most famous cartoon characters began chatting with her in sign language” (Gordon). Overall, it is clear that Disney’s objective of using service attention actually does work in their actual business and it does leave their guests with a magical experience that they will be talking about for years to come.
Overall, after reading this text and learning about Disney’s marketing strategies, I can conclude that the authors’ of “Be Our Guest,” accurately discussed their objectives and arguments and they also provided many examples as to how these arguments and objectives are applicable. I also did my own research as well as used my own experience to think about how these arguments and objectives are actually used by Disney outside of the text, as well as how customers like myself react to their idea of portraying “magic”. I found that Disney is pretty much one of the company’s that you can talk to anyone about. I would be very surprised to find someone that has never had any experience or knowledge of Disney as a whole. Therefore, I believe that the authors’ ideas are very accurately written. I also highly suggest this book to people who are trying to expand their businesses or make their business more heartfelt or customer-centric, or to people who genuinely want to know what is behind the magic of Disney.
- Reviewed in the United States on April 11, 2021The success of the Disney organization is an unassailable fact. As experts at establishing a customer experience that is unparalleled, the decision to publish their methods and the rationale behind those methods is a remarkable gift to anyone who is involved in management, or aspires to be an exceptional manager. From hiring, to management, to customer interaction, this book provides tremendous insight into a success story that is worth emulating in any industry. An excellent read. Far and away one of the most valuable business books I've come across.
Top reviews from other countries
- Rafael ScianReviewed in Brazil on September 1, 2023
5.0 out of 5 stars Perfect customer experience
Excellent insights for customer experience. I recommend that people from logistic and commercial areas must have read it.
- DanielaReviewed in Canada on September 22, 2021
5.0 out of 5 stars Favorite book for marketing and business owners
If you love marketing, customer service or are planning to have your own business you should STUDY this book
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JMReviewed in Spain on February 3, 2021
5.0 out of 5 stars Un libro increíble
Éste libro es un auténtico indispensable para los fans de los parques Disney porque te explica todo el proceso de creación del negocio y trato con el cliente, demostrando por qué es algo tan característico de la marca Disney. Está muy bien documentado, con ejemplos y muchas citas de personas importantes de la Compañía. Muy importante también para quien se esté formando en el ámbito empresarial o el marketing. Un 10!!
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GiselReviewed in Mexico on April 24, 2019
5.0 out of 5 stars Me encanto!
Explica super bien la filosofia y la metodologia de la "magia" de disney. Un buen libro para leer para quien tiene un negocio!
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ClaReviewed in Italy on March 19, 2020
5.0 out of 5 stars Libro Fantastico e molto utile!
Ho comprato questo libro per approfondimenti sul Marketing Esperenziale e l'ho trovato molto utile e ricco di suggerimenti per gestire il proprio business.
Consigliato! Servizio Amazon impeccabile.